Customer Support Associate
At Koru Kids we have a triple mission: to support working parents during the hardest years of their life, to give children the best possible childhood to allow them to flourish as adults, and to create really great jobs for childcarers.
We are looking for a friendly, switched-on Customer Support Associate to join Koru Kids. You’ll be on the frontline for our customers, playing a big part in ensuring a positive experience for our ever growing network of families, nannies and childminders.
What we're looking for
Customer service is at the heart of everything we do at Koru Kids. We have very high standards for how we interact with our customers so you’ll be a crucial part of the Koru Kids team.
You'll love communicating with people. You’ll enjoy speaking to people on the phone and get great satisfaction from writing an amazing email.
You’ll be warm and empathetic. The truth is that childcare can be stressful! You’ll provide a listening ear and reassurance, staying calm and positive when things don’t go to plan.
You’ll love learning new things, and will know our service and our product inside out. You’ll be a Koru Kids 'encyclopedia’, ready to answer most customers’ questions that come your way.
You’ll be a problem solver at heart. You’ll be obsessed with getting to the root of an issue and won’t stop until you’ve found a resolution to your customer’s query. You’ll proactively gather information and liaise with team members in order to provide the answers our customers need.
You’ll be organised and efficient. You’ll be able to manage your workload and prioritise tasks effectively. You’ll also be happy multitasking, switching easily between different customer queries that come your way.
You’ll be tech-savvy. You’ll be confident working across multiple platforms to access and update customer data. We’ll give you all the training you need for each programme, but you’ll need to be able to pick things up fairly quickly.
You’ll be a team player. You’ll recognise that we all have a part to play in the company mission, and you’ll be excited to contribute to improving childcare for working families.
A typical day
9am - You grab a cup of tea and join the company-wide (video) standup to hear what’s been going on across the business. You then jump on another quick call with the Customer Support team to go over the plan for today.
9.30am - You’re in charge of live chat this morning. There’s a few nannies who are asking for updates on their applications. One nanny is confused about who they should provide as a reference. Another nanny is having technical issues with the online training. There’s also a few queries from parents asking about how our pricing works. You know our service inside out, so you’re able to quickly resolve any query that comes your way.
10am - You get a phone call from a stressed mum. She’s just found out she needs to be back in the office in a few weeks, so needs to find some after school childcare ASAP! You reassure her she’s come to the right place and tell her all about the part-time nanny service. She can’t believe how great it sounds, she’s going to sign up straight away.
11am - We’ve just sent out invoices to families, so the phones have got a bit busy. One family is a bit confused about how their invoice has been calculated. You love solving problems and notice their nanny has accidentally submitted the wrong times for some of their shifts. You reassure the family you can amend this for them and they’re relieved they won’t be overcharged. You log a ticket with the payroll team to get this fixed, before your next phone call comes in.
12pm - It’s lunch time. You’re working from home, so maybe you’ll pop to the local cafe for a coffee. Perhaps you’ll do some pilates, or do a crossword in the garden.
1pm - You’re back from lunch and it’s straight into another phone call. A nanny has called for some advice. She’s working with a child who is struggling to focus on his homework. You can hear she’s feeling a bit frustrated and doesn’t know what to do. You suggest she speaks with someone from our Nanny Coaching Team and you send her the link for her to book in a call. She’s so grateful we can help her and she thanks you for being so supportive.
2pm - We’ve had a lot of families and nannies matched this week, so we need to start sending out new employment contracts. You load up the long list of contracts that need to be sent today. Your attention-to-detail is vital to make sure the right contracts go to the right people, so you grab another cup of tea and start inputting the data. Suddenly, you notice there's a technical issue that's blocking some of the contracts being sent! You jump on a quick video call with our contracts specialist who diagnoses the problem. You finally send out the last few contracts out with no further hiccups.
3pm - The general inbox is looking a bit busy so you take a few emails to work on. One family has been in touch as they want to bring their contract to an end. They’re moving out of London next month, so need some advice on how to end their arrangement. You check through their contract and advise them on their notice period. They’re going to speak to their nanny tonight, whilst you start to wrap things up on the system. You pencil a reminder for yourself to check in with them tomorrow to see how their conversation went.
4pm - A nanny calls as she’s starting work with a family next week, but she’s confused about what she needs to do for her DBS check. You can see she hasn’t yet booked an appointment to show us her documents. You pull up the booking system and schedule an appointment for tomorrow afternoon. After the call, you send her a follow-up email with her booking confirmation and information on which documents she'll need to bring. She replies to your email to let you know you’ve been super helpful!
5.30pm - The phone lines are closed, so you do one last check of your inbox. It’s been a busy day but you feel a huge amount of satisfaction when you send off that last email for the day. You close your laptop and enjoy the rest of your evening.
Important things to know...
Salary and benefits: The starting salary for this role is £21,600 (with room for progression over time). You'll get 25 days paid holiday, plus bank holidays. We also offer equity after your first year with the company.
You'll get a MacBook Air and generous allowance for home office equipment. For any parents thinking of applying - we also offer 50% off Koru Kids childcare (up to a value of £7,000 per year).
Timing: The role is Monday to Friday, from 9am to 6pm. We'd like to have this person join the team ASAP, but we will wait to find the right person.
Location: You can do this role remotely, but you must be living in the UK. Koru Kids is currently based in London but we welcome applications from people outside London too. In fact, over half the customer support team are based outside of London so we will ensure the role works for you no matter where you are.
Koru Kids is building the world’s best childcare service, starting in London. We believe that every family should have the perfect childcare for their family to flourish.
We’re growing like crazy, are backed by fantastic investors, including top venture capitalists and business angels such as Michael Pennington the founder of Gumtree, and have won a ton of awards for our technology, people and social impact.
Our culture is informal, hard-working and kind. The team is an A++ when it comes to talent but our "no dickheads" rule means we're also a humble and supportive bunch. We’re also really committed to working with integrity, doing the right thing and building a company we are truly proud of.